Director, Client Service (Financial Services)

April 18

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Bounteous

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We co‑innovate with the world's most ambitious brands to create transformative digital experiences.

501 - 1000

💰 Private Equity Round on 2021-08

Description

• Oversee, grow, and continuously expand a portfolio of key strategic accounts, comprising $3-6MM in revenue • Develop and maintain strong client relationships; serve as the key liaison with executive leaders and senior stakeholders • Intimately understand the client’s brand and business; identify long term goals and key objectives • Partner with clients and internal teams to create creative, rich, relevant customer experiences that drive results • Guide cross-functional teams from initiation through to completion • Promote Bounteous x Accolite’s integrated solutions to clients; consistently demonstrate agency value, proactively communicate additional agency capabilities and offerings to grow the scope of business and establish long-term partnerships • Collaborate with practice and competency leaders to deliver best-in-class solutions • Develop and manage strategic account management plans that establish relationships enterprise-wide, identify and mitigate threats, uncover opportunities, and raise our strategic role with client business leaders • Understand, articulate, and manage the full range of client concerns; consistently score highly on quarterly client satisfaction surveys • Oversee new Statement of Work kickoffs and customer on-boarding processes with internal stakeholders and systems, including finance, legal, design, and development • Understand the scope of programs as defined by the business requirements and budget process • Partner with Program Delivery to ensure work is delivered to clients' satisfaction; confirm revenue forecasts are accurate and maintained within Salesforce • Take a proactive approach to self-development; identify opportunities for growth, improvement, and enhancement • Travel (up to 40%) to meet client stakeholders, build relationships, and expand into other buyers within client organizations

Requirements

• 10+ years of client service, digital sales, or account management experience • 8+ years of experience at a digital-first agency/consultancy required • 5+ years of relevant experience in the United States Financial Services sector (consumer banking, insurance, wealth, and/or payments), either client-side or as a trusted advisor • Demonstrated success strategically growing portfolios and expanding client accounts • Strong business acumen; proven ability to think strategically about business, customer experience, and technical challenges; an entrepreneurial approach to finding new growth levers for the business • Skilled at managing multiple clients in an ever-changing environment • Strong communicator with all levels of leadership, management, and staff to achieve desired outcomes and build strong alliances and relationships • Outstanding executive presence, presentation, and negotiation skills; the ability to inspire, engage, partner with, and influence senior leadership • Excellent verbal and written communication skills • Strong conflict resolution and negotiation skills • Experience leading and operating in a matrixed organization • Prior people management/mentorship experience • Experience managing relationships in leveraging a global delivery team • Experience supporting clients within the United States B2B sector (industrial, manufacturing, logistics, distribution, agriculture, transportation/automotive) a plus • BA/BS degree or equivalent consulting agency experience preferred • Ability to travel and work on-site with clients 40% of the time